Posts tagged voice of customer
It’s about time! Asking for transactional feedback at the right moment to elicit meaningful customer insight

What I am trying to highlight is that I fear many organisations have implemented transactional customer feedback or nps programmes that aren’t delivering the insight or value that is needed. Getting the timing of the survey right is a quick fix. If all the customer’s pain points along the end to end journey are known and focused on, then expectations can be managed and promises will be kept.

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Mind the gaps – how to get more value out of customer journey mapping

When reviewing your customer mapping exercise, the first question shouldn’t be, “How can we fix this?” but rather, “How can we prevent this from happening again?” It’s this question that leads to real change and improvement to the current Customer Experience.

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